Poor broadband and even worse customer service. I had FTTP 900Mbps installed back in October 2022 and it worked fine for around 6 weeks. Since then speeds have gone significantly slower and noticed buffering and pixelating. The speeds vary but in wifi I get around 40Mbps - 80 Mbps, and on ethernet between 150Mbps and 180Mbps. Meant to be 900Mbps; to be honest the speed is not the issue, it is the pixelating and buffering that is the issue and that is on multiple device's. No-one is interested in taking ownership of the issue. I have had a qube engineer attend on 21st February and ruled out the hub (they were meant to attend on the 20th but they cancelled the appointment 30 minutes before they were due to attend!!). He at least acknowledged there was an issue and advised someone will be in touch in 24 hours. On Thursday 23rd February I spoke to Joe at the Tech Team who was unhelpful really and kept saying the speeds are fine, when they are not, and there is nothing he can do (after spending approximately 30 minutes on the phone). I advised Joe, that this is a throughput issue but the Tech Team don't understand this terminology. So why are they the Tech team? After complaining and advising I am not happy with this I got told I would receive a callback from a manager. It has almost been over 2 weeks now. I messaged BT on facebook and was told someone would call me on Monday 6th March. No-one has called or left a message. I have contacted BT again through facebook today and been told that "a manager tried to call you but they were unable to get through"! No-one called me and no-one left a message. So annoying and poor customer service. Still waiting........
1 year ago
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Alice, Customer Support

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